Monthly Summary of Hotel Front Desk-Monthly Work Summary 1

After graduating from school, I worked in xx Hotel, from being a room attendant to being an assistant manager in the lobby, and I learned a lot of knowledge that I didn't have in books. The following is a summary of my work.

As the window of the hotel, the front desk is the first impression the hotel gives the guests. First of all, we should keep our best image, smile and be full of energy, and greet our guests with our most beautiful side, so that every guest will experience our sincerity and enthusiasm when entering the hotel.

secondly, pay attention to guests' preferences. When guests enter the hotel, we should take the initiative to say hello. When addressing guests, it is very important to accurately state their names and positions if they are regular customers, and guests will feel respected and valued for this. We also need to collect information about the guests' living habits and personal preferences, and try our best to satisfy the guests, so that they can feel unexpected surprises every time they stay in the hotel.

Third, provide personalized services. When the guests go through the formalities, we can care more about the guests and ask them more questions. If they are foreign guests, we can explain the local customs to them, take the initiative to introduce them to the locations of stations, shopping malls and scenic spots, ask the guests whether they are tired, and do the formalities quickly. When the guests check out, they need to wait for a few minutes for room rounds. At this time, don't let the guests stand, ask them to sit down and wait, and take the initiative to ask them how they are staying or what they think about the hotel, so as not to make them feel. Further communication can make guests feel more warm, and it can also eliminate all kinds of unhappiness that guests encounter in the hotel.

last but not least, smile service. In the process of communicating with guests, we should pay attention to etiquette and politeness. When talking with guests, it is impolite to bow our heads and stare at them all the time. We should keep eye contact with guests at intervals. Listen to the guest's opinions more, don't interrupt the guest's speech, and nod your head constantly during listening to show your respect for the guest. Smile when facing the guests, especially when the guests criticize us. We must keep smiling. No matter how angry the guests are, our smiles will "put out the fire" and many problems will be solved. Use more polite language, treat guests with a greeting when they come, a sending sound when they leave, and an apology when they trouble guests. Don't argue with the guest when you talk to him to explain the problem. Even if the guest is wrong, you should have some patience to explain it to him. As long as we keep smiling, we will get unexpected results. In my opinion, only by paying attention to details, starting from small things and starting from little by little, will our work be more outstanding.

At work, I see all kinds of guests coming in and out every day, providing them with different services and solving all kinds of problems. Sometimes work is really tiring, but I feel full and happy. I am very glad that I can take the post of receptionist, and I am very proud of my work. I sincerely love my post. In my future work, I will make a good personal work plan and try my best to create my own glory here! Monthly summary of hotel front desk-monthly work summary 2

1. Strengthen business training and improve the quality of employees

As the front office of the hotel, every employee should directly face the guests, and the working attitude and service quality of employees reflect the service level and management level of a hotel, so the training of employees is our focus. This year, we have formulated detailed training for five branches: for the switchboard, we have conducted language skills training for answering calls; Train the baggage handling and storage services at the baggage office; Receptionist's courtesy and skills training in selling houses; Especially in July this year, all employees in the front office were trained in foreign languages for one month, which laid a certain foundation for this year's star rating review. Only through training can employees further improve their business knowledge and service skills and better provide quality services to their guests.

second, instill in employees the consciousness of "increasing revenue and reducing expenditure" and control the cost

"increasing revenue and reducing expenditure" is the pursuit of every enterprise, and the front office staff actively responded to the call of the hotel to carry out the activities of saving and reducing expenditure and control the cost. In order to save money, the front office purchased plastic baskets to hold team keys, which reduced the use of key bags and room cards, and saved the hotel money (in the past, no matter whether it was a team or an individual, each room had to fill in a room card and use a key bag, which greatly saved money. The room card and key bag were 1.18 yuan/piece, and the key bag was 1.11 yuan/piece, and there were more than 1,111 team rooms every day. The business center uses overdue reports to print draft paper; Supervise the staff staying in the accommodation to save water and electricity; Control office supplies and use every piece of paper and pen well. Through these controls, the front office should make due contributions to hotel revenue.

Third, strengthen employees' sales awareness and skills, and improve the occupancy rate

According to the market situation, the front office actively promotes the sale of casual rooms. This year, the hotel has launched a series of room promotions, such as fan rooms, loyalty cards, vouchers, thousand yuan cards, etc. The receptionist flexibly grasps the room price according to the market conditions and the day's occupancy at the same time as the hotel's preferential policies. The number of casual guests at the front desk has increased significantly, and the occupancy rate has improved.

Fourth, pay attention to the coordination among departments

Hotels are like a big family, and friction will inevitably occur between departments in their work, and the quality of coordination will be greatly affected in their work. The front office is the central department of the whole hotel, and it has a close working relationship with catering, sales, guest rooms and other departments. If there is any problem, we can actively coordinate with this department to solve it to avoid the deterioration of things, because everyone's common purpose is for the hotel, and if it is not solved and handled well, it will bring certain negative effects to the hotel.

5. Strengthen the management of all kinds of reports and customs declaration data

The front desk will check in every guest according to the regulations of the Public Security Bureau, and input them into the computer. The information of overseas guests will be declared to the Exit-Entry Administration Section of the National Security Bureau in time through the hotel customs declaration system, and the notice issued by the Public Security Bureau will be seriously implemented to remind each guest of their valuables. Designate a special person to be responsible for all the reports and data in the front office, classify and file the reports and report them monthly. Compared with the room income in 2112 ~ 2116, the room rate increased by 9.46%, but the income decreased by 241,223.17 yuan. The main reason is that the average house price decreased due to vicious competition among hotels, and the occupancy rate increased while the income decreased. The room profile table is attached.

The achievement is gratifying, but we are also deeply aware of the shortcomings:

1. Lack of flexibility and initiative in service;

2. The aging of switchboard equipment causes poor lines, which often causes complaints from guests;

3. Some new employees are not skilled in their own jobs;

4. The copier in the business center is aging, and its effect is not good, which affects the income of the business center. The cash income of copying in the business center this year is only 2812.9 yuan. Monthly Summary of Hotel Front Desk-Monthly Work Summary 3

During this period, I have gained a lot, whether it is theoretical study or practical work. Now I have a comprehensive and deeper understanding of my post. With the deepening of my internship and the continuous accumulation of knowledge, my contact surface is getting wider and wider, and my thinking about problems is also deepening.

During the internship, the communication and guidance of the superior leaders for many times is the driving force for me to keep making progress, which invisibly strengthens my confidence and courage in doing this job well. Summarizing the dribs and drabs in the past two months, I feel a lot:

1. Role understanding

During this period, my main internship position is the service desk receptionist, so I have the deepest understanding of this job: the service desk receptionist is the window position of the mall, which has the most contact with customers and is the most direct. Personal words and deeds are related to the image of the whole mall, and the service attitude is also conveyed to the outside world ...

1. Often a word from the receptionist can affect the overall impression of the hotel and even the mood of the guests all day. As a receptionist, it is a necessary course to learn how to make guests feel comfortable and happy in the language they speak. Of course, communication is not limited to guests, but also exists among colleagues, even to superiors. People inevitably don't have emotional fluctuations, but such emotional fluctuations often affect the mood of others. How to adjust my own mentality, face guests with the best mentality, face colleagues and even superiors, and how to bring the best smile to others is a problem that I have to seriously think about every day. In this internship, I not only improved my communication skills, but also learned how to adjust my mentality.

2. Improve the emergency response ability

Working at the reception desk, you must be prepared for battle every day. Because as a receptionist, I have to receive different guests and face different events every day. There will inevitably be some impolite guests among the guests who check in, and even swear at the receptionist. In the face of such a clean situation, it is another test for me how to appease the mood of the guests and protect the interests of the hotel and its own safety.

3. Improve the ability to handle work independently

Through this internship, I deeply understand that I must learn the truth that I have the ability to do things by myself. Only by cultivating one's independent ability can one make progress in one's work. At work, if you have problems, you should boldly ask your colleagues if you don't understand them, instead of pretending to understand them. Work independently, accumulate experience, and finally get what suits you best.

4. Improve service awareness

As a receptionist, I always represent the hotel. No matter at work or on the road, as long as you wear hotel uniforms, you should always provide the best service to your guests. We are the messengers of the smiling city, all for the guests, all for the guests, all for the guests.

(2) Experience of internship

1. My own shortcomings and shortcomings

Through this internship, I saw my own shortcomings and shortcomings again. In terms of language ability, it is still impossible to communicate with guests very fluently. The tourists who stay in Phoenix Hotel every day are mainly domestic guests and Japanese guests. However, during the Canton Fair, the main tourist source of the hotel is foreign guests. Because my oral English ability is not very good, it has caused obstacles in communication with guests. And due to their own lack of hotel work experience, leading to mistakes that should not appear at work, bringing a lot of inconvenience to colleagues. On the other hand, at work, some of my shortcomings are even more obvious. For example, the work is not careful enough, and it is not open-minded enough to accept criticism from colleagues. But through this nearly four months of exercise, I have been constantly correcting.

2. Employment prospects

According to incomplete statistics, there are more than 9,111 hotels of various types in China at present, with a shortage of hotel talents exceeding 1 million. And now most of the hotel's grass-roots employees are mostly with secondary school or college education. I think the hotel industry is still short of highly educated professionals. However, even if you have a high degree, you still can't become a manager. As a manager, you must have many years of work experience. Among them, front-line work experience is very important. Therefore, as a college student who is about to graduate, he must never be arrogant, but must be psychologically prepared to accept the challenge.

(3) internship ideas and suggestions

1. Ideas

This internship has given us a good opportunity to understand this society. It is an important step before we really step into society. The law of the jungle is an unchangeable survival principle. If you want to succeed, you must work harder than others This internship has faced many problems that have never been encountered before. Such as interpersonal problems, guest relations problems, poor mental state and so on. But after nearly a month's study and improvement, I have made some progress both psychologically and ideologically. What impressed me most in Phoenix Hotel was its staff management system. Because the last hotel business internship was in the Garden Hotel, although the internship time was only one month at that time, it was greatly affected. Garden Hotel is a five-star hotel managed by hotel management group company, and it has a long operating history and has formed a set of perfect and strict staff management system.

Compared with Garden Hotel, Phoenix Hotel is a very young hotel. It is only three years since the opening of Phoenix Hotel, and the management system and operation system are still not perfect. In addition, Phoenix Hotel is a family business, not managed by a hotel management company, and most senior managers lack hotel management experience. Therefore, Phoenix Hotel can't compare with the old five-star hotels in terms of the professional quality of employees. Too loose employee management system leads to employees' loose working mentality, which will undoubtedly reduce the service quality of employees. If a five-star hotel only has a five-star appearance and lacks a five-star interior, it is not enough to be called a five-star hotel.

2. Suggestions

For this internship, there are some problems in communication with the internship unit due to various reasons. From the beginning, I entered the internship unit as an intern, and finally I entered the internship unit as a contracted employee. The personnel department of Phoenix Hotel asked us to sign a one-year contract on the grounds that you promised to work here in the future, and if you leave the company after less than one year, you will be charged a breach of contract. This way of doing things in the personnel department of Phoenix Hotel really makes me feel unreasonable. I hope that the leaders of the department can help us communicate with the internship units in the future to avoid this situation from happening again.